F&b Operation Manager

The Operations Manager will provide the leadership, management and foresight
required to ensure that the business productivity is at its optimal level, through implementation and maintenance of the most efficient and effective operational controls, administration, and reporting procedures.

Provide strategic direction to accomplish business objectives, some of the job functions includes:
1. Leadership and responsibility in People Person Management and Development - P&L, Code of Conduct, compliance management, induction, training and development program for various levels, recruitment, retention, stability, and turnover.

2. To act as a trainer and coach to develop succession plan program, understand and support the Company’s strategy, direction, and long-term vision; and ensure that communication to the team are easy to understand for successful implementation.

3. Operations Excellence - RQA/Mystery Shopper programs, product quality, service excellence, setting and ambience, administration systems, performance evaluation, performance tracking (balance scorecard), compensation and benefits, reward schemes.

**Roles & Responsibilities**:

- To enforce the structural plan set in place by the management and support the business plan for growth. This will include manpower planning at Retail Operations level, Operations Support, Training and Development, Maintenance and Quality Assurance requirements. Work closely with the General Manager and Outlet Managers to achieve the structural plan through recruitment of the right personnel for these positions.
- Ensure outlets has appropriately allocated manpower and resources within the operations and support structures. To review progress and make mid-course corrections if necessary.
- Ensure adequate labour manning and at the same time keeping labour cost within AOP limits. This is achieved with weekly labour planning of hours by outlet with some flexibility to adjust for sales upsides and downsides. Monitor the labour budget for salary, benefits, and incentives to prevent over-runs.
- Establish a collaborative operation approach to interdepartmental communication and process implementation. E.g., Coordinate with IT Department for technical and information services processes.
- Manage new outlets openings by coordinating with relevant departments and vendors on logistics, deliveries, internet, phone line, POS setup, etc.
- Provides accurate monthly reports on the operating condition of the Company to Management in a timely manner.
- Monitor performance of supervisors and ensure recognition is provided when OKRs are met, or else propose corrective measures in case of performance deterioration.
- Ensure compliance of controls and procedures based on the Operating Manuals and Policies. Ensure compliance by Operations team to the Company’s Human Resource Policy and Procedures and Code of Conduct.
- Enforce compliance and implement disciplinary procedures whenever necessary to maintain standards of performance and integrity amongst staff.
- Ensure compliance of Operations team to statutory regulations through clear communication to Operations personnel and ensure understanding of these regulations by Operations personnel.
- To continuously look for ways to improve productivity, increase operations efficiency, and simplicity.
- Assist in developing and implementing Outlet’s Standard Operating Procedures (SOP) to enable Operations’ teams to understand and operate within the Company’s established operating control standards and assist in improvising changes whenever necessary to align with industry standards and practices.
- Assist in driving Operations team towards achieving Targets set by management.
- Assist in ensuring product, service and store excellence achieved through various programs such as monthly RQA/ Mystery Shopper, KPI tracking through balance scorecard, P&L target setting and Retail Incentive Scheme rewards.
- Ensure regular maintenance of outlet assets and facilities to ensure equipment and décor at outlets are in good operating condition. Implement preventive measures on repairs and maintenance to minimize disruption to operations due to breakdowns.
- Ensure that all Company funds, assets, and property located at outlets are properly administered, handled, and safeguarded. Enforce compliance of Cash Handling Policy and other Company Policies to safeguard these resources and take prompt action to rectify should theft or loss happens.
- Follow up on all consumer feedback, compliments and complaints and ensure that these are handled promptly and timely with guest recovery plans.
- Plan and work on budgets to maximize profits and achieve sales targets set by Management.
- In-charge of multiple outlets across the region.

**Qualifications and Education Requirements**:

- Must have experience in F&B chains.
- Prior knowledge in running operations and shift work.
- Self-motivated and able to manage multiple and complex tasks in a fastpaced environment.